Associate IT Engineer

PetSmart   •  

Phoenix, AZ

Industry: Retail & Consumer Goods

  •  

Less than 5 years

Posted 34 days ago

How this role will make an impact:

The Associate IT Engineer provides store network and server support for incident, requests and tasks. Manage the incidents or tasks using the incident management, Knowledge Base and request fulfillment processes, in line with Store Support Engineer objectives. Maintain all entered activity data for timeliness, accuracy, relevancy, escalation and status. Additionally, performing complex, multi-step troubleshooting.

Your goals and responsibilities will include:

  • Customer service skills required
  • Microsoft Suite knowledge (Use)
  • Proficiency with incident ticketing processes
  • Basic POS server and networktroubleshooting skills to perform remote troubleshooting through diagnostic techniques and pertinent qualifying questions
  • Determine best resolution for generated incident problem or request
  • Capability of learning POS server terminology, Network concepts, and other technologies within a retail environment
  • Consult to determine issues that should be escalated

What you’ll bring to the table:
1 year+ experience in maintaining and troubleshooting server and networksupportrequired

  • Customer Service Orientation
    • Microsoft Suite knowledge
    • Knowledge of trouble ticket systems
    • Ability to troubleshoot device level hardware issues to cause
    • Excellent oral and written communication skills
    • Ability to follow documented process steps
    • Stress tolerance
    • Ability to work in a team environment
    • Basic understanding of computer terminology, end user computer devices and network types (including mobile devices)
    • Familiarity with incident ticketing processes

Preferred: Experience with Service Now (not a must have), CCNA or CCENT

About our IT team:

We’re growing at a faster pace than we ever have before, investing heavily in cutting-edge technology and, more importantly,our people.Our PetSmart IT team isn’t just its own department, they are valued business partners to every area of our company.

At every level, our IT associates are empowered to come up with innovative ideas that have strategic impacts to the business. You’ll take pride in the work that you do and the “why” behind it all—for the love of pets.

ID IT-18-6318